Support Services Representative Level 1

Summary: The Support Services Representative provides first level support for software and hardware service calls.

Essential Duties and Responsibilities:

• Regular and consistent Attendance

• Log, categorize, prioritize incoming support cases into ticketing system

• Provide first level support for computer application software and hardware problems and issues using documented processes and procedures

• Resolve issue through telephone discussions, remote desktop tools, live chat, and email.

• Simulate or recreate customer problems to resolve user-operating difficulties.

• Escalate critical problems by engaging the appropriate systems administrator, network administrator, developers or external technical support service personnel.

• Document problems and solutions into a knowledge base.

• Work various shifts including weekends as needed to support 24x7 Contact Center

• Communicate outage/emergency activities to supervisor

• Follow up and make scheduled call backs to customers where necessary

• Perform other duties as assigned

Supervisory Responsibilities:

This position does not have supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Skills

• Strong troubleshooting skills including and the ability to resolve basic to advanced hardware, software, and connectivity problems in a timely manner.

• Willingness to adapt to emerging technologies.

• Knowledge of relevant software computer applications and equipment.

• Excellent customer service skills, conflict resolution and mediation

• Strong Multi-tasking capabilities.

• Excellent oral communication & effective listening skills required to support customers remotely.

• Excellent technical writing skills.

• Must be familiar with all facets of Microsoft Office and 365.

• Must be highly organized and require minimal day-to-day guidance while managing a varied workload.

• Must be a team player, excellent collaborator, and possess a positive attitude.

• Must work well independently or in a team environment

Education/Experience

• Associates Degree in IT, computer science or a related field or equivalent work experience.

• 1-2 years' technical and customer service hands-on experience.

• Theatre Information Technology or Theatre Management preferred.

• ITIL based ticketing system experience; Service-Now preferred.

Certificates, Licenses, Registrations:

None.

Language Ability:

• Interpersonal and communications skills must be adequate to effectively communicate & present to management, other internal personnel, external support vendors, and Theatre management.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.

• Ability to write reports, business correspondence and procedure manuals.

Math Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Basic understanding of debits, credits and balancing.

• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Reasoning Ability:

• Demonstrated ability to make decisions & draw conclusions when presented with limited information.

Computer Skills:

Advanced PC skills with a working knowledge of associated software, including spreadsheets and Microsoft Office Suite.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the environment is moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The vision requirements include: close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is occasionally required to lift up to 50 pounds.